Freedom Mortgage Corporation

December 20, 2016     [redacted]   Re:       Your Complaint to the Revdex.com   Dear [redacted]     We are in receipt of your complaint and are happy to respond to your concerns. I have reviewed your complaint and researched the issue regarding your mortgage application.   First, please allow me to apologize for the issues you experienced during the application process. Your loan has a second lien which required a subordination agreement. Subordination agreements can take some time to obtain and require the corporation of the second lien holder. This was the initial cause of the delay in your application.   In order to pay-off your existing mortgage, we needed a pay-off form your current lender. These documents are time sensitive and need to be updated especially after a payment is made so the pay-off figures are accurate. We canceled your closing due to the need for an updated pay-off. Most lenders will supply document this within a day. We were unable to obtain a pay-off from your current lender in a reasonable amount of time and as you are aware, we enlisted your help in obtaining the document.   I have been advised that you requested to withdraw you application.   If you have any further questions or concerns, please do not hesitate to contact me.     Sincerely,       Joseph P. P[redacted] Assistant Vice President Customer Service [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you [redacted] update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
I did ask [redacted] not to do anything until I had a chance to look at the paperwork.  You [redacted] not have it recorded but I did ask that he do that.  He said he misunderstood me the next day.  I am not going through with the loan.  I just wanted him to call me back and take the inquiry off of my credit.  I also emailed stating this exact same thing.

Complaint: [redacted]
I am rejecting this response because:
1.  I never received the documentation as the Vendor states
2.  I did repeatedly ask for the documentation as requested....I will be happy to provide the emails from Jeff Petersen as proof.  Its funny to me that all this research was done without a single contact initiated to myself
3.  Negative credit reporting is a serious issue, a single "oops" is unacceptable.  
4.  After this complaint I have spent hours on the phone trying to resolve the "numbers" issues that were entirely incorrect leaving the old loan without the ability to close.  Freedom mortgage "oops" again and paid my property taxes twice/
 
While I did indeed close the loan, it has been with nothing but problems....I essentially had to work through all their incompetence at each and every phase.  I honestly have no idea how this company stays in business.  I highly suggest any customer considering using their services to think twice.
Regards,
[redacted]

Mr. [redacted], upon receipt of your complaint I reviewed the loan history. It appears that there was a misapplied payment that has since been reapplied correctly. The late fees on the account have been waived and the account is now current and due for the 8/1/16 payment. There was no negative...

credit reporting. I apologize for the frustrations that this has caused you. Sincerely[redacted]SVP Customer ServiceFreedom Mortgage Corporation

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[redacted], I have reviewed your complaint and alsi I have gone over the emails you have been exchanging with David A[redacted] here at Freedom Mortgage. You colsed on a refinance on 1/28/14, at that time your existing loan with [redacted] was due for the 2/1/14 payment but because you closed on 1/28/14 your...

did NOT have to pay the Feb 2014 payemtn to [redacted]. You should have been refunded that payment by [redacted] after your loan paid off. Your new loan, which is also serviced by [redacted] had a first payment due on 3/1/14, as evidenced by your note. That is why [redacted] is calling for the March payment. David a[redacted] emailed you On May 7th asking you two questions, What happened to the payment you made on 1/29 and did you get a refund after that loan paid off. To date he has not gotten a reponse. Since we did not service the old loan and are not servicing the new loan we have no way to determine what happened to the payment you made on 1/29 without you telling us.[redacted]Vice PresidentFreedom Mortgage Corporation

Mr. [redacted], upon receipt of your complaint I reviewed your account. The statements are being returned. The analysis letter comes from a different vendor and they have a different data file. Can you confirm your mailing address by emailing it to me at [redacted]. I do not...

have access to the file that the vendors use but can forward the proper address to [redacted] and have the correct what needs to be corrected SincerelyRoseanne [redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because:They now own the mortgage since 10/2015. I have requested a letter that states they are "aware and proceeding with corrective action" that could be submitted to my refi mortgage company to proceed with closing the refi, while Freedom Mortgage corrects the issue.Since they stated the legal department must make the correction and no foreseeable time frame can be expected?????I have been told on numerous call in's that I can receive this letter on 11/29/16, 12/2/16.When I called in 12/2/2016, I am notified a claim has been filed and that I can contact the Title Ins Company on my own......................????This has proceeding in excess of three weeks, I have been notified by the refi [redacted], there are now a second rate lock extension fee in excess of $200, for new documents and I will need to make payment to the previous mortgage company for Dec mortgage as well??????Truly unacceptable , customer service from Freedom Mortgage that was notified Nov 10, concerning the letter request?????????????
Regards,
[redacted]

Ms. [redacted], I apologize for the issues you were having with the tax payment and the refinance. It appears that the over due tax payment was what was holding up the refinance. I was able to get the taxes paid on 3/22/16, with any penalty or interest paid by Freedom and your refinance is...

scheduled to close on 4/1/16. The root cause of the delay in the disbursement of the tax payment will be thoroughly reviewed and corrective actions will be taken as needed. Thank you for bringing this to our attention.
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

Mr. [redacted], I reviewed your account with the tax department and it appears that we had the taxes set up incorrectly as having two disbursements annually equally over 5,000 when in fact there is only one in the amount of 2793.58 They reanalyzed the account effective with the May payment and your...

new payment is $1171.26. I do apologize for the frustration this has caused you. Please let me know if I can be of any further assistance
Sincerely
[redacted]
Vice President Customer Service
Freedom Mortgage Corporation

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
1.  I never received the documentation as the Vendor states2.  I did repeatedly ask for the documentation as requested....I will be happy to provide the emails from Jeff Petersen as proof.  Its funny to me that all this research was done without a single contact initiated to myself3.  Negative credit reporting is a serious issue, a single "oops" is unacceptable.  4.  After this complaint I have spent hours on the phone trying to resolve the "numbers" issues that were entirely incorrect leaving the old loan without the ability to close.  Freedom mortgage "oops" again and paid my property taxes twice/ While I did indeed close the loan, it has been with nothing but problems....I essentially had to work through all their incompetence at each and every phase.  I honestly have no idea how this company stays in business.  I highly suggest any customer considering using their services to think twice.
Regards,
[redacted]

July 26, 2016     Ms. [redacted]
[redacted]     Re: Your Complaint to the Revdex.com     Dear Ms. [redacted]:   We are in receipt of your complaint and are happy to respond to your concerns.   First, please allow...

me to apologize for the delayed wait time you experienced when contacting our call center.   Regarding your issue with the fee charged for obtaining a pay-off, most mortgage companies do charge for the generation and distribution of pay-off statements and our fees are in line with industry standards. We have issued the pay-off you requested and have waived our fee on July 18, 2016. This pay-off was issued via e-mail and US mail as you have requested and you have confirmed to me on July 18, 2016 via phone that you have received the pay-off via e-mail.   If you have any further questions or concerns, please do not hesitate to contact me.       Sincerely,     [redacted] Assistant Vice President Customer Service Freedom Mortgage Corporation [redacted]
[redacted] Phone: [redacted] or direct line [redacted] Fax: [redacted]

Ms. [redacted], I apologize for the length in time that it has taken to process your refinance, I understand that there is now an issue with the [redacted] case number that is holding things up. I am being told that that issue was resolved today. I submitted a request for a refund check in the amount of 65.98...

be sent to you for the late fee. [redacted] charges the fee and Freedom can not waive their fee but we can refund you for it. The request was submitted on the 24th and it usually take about 2 weeks for the check to be mailed. If you have any questions or would like to discuss this situation further please feel free to reach out to me at [redacted]Vice President  Customer ServiceFreedom Mortgage Corporation

Mr. [redacted], I am sorry that our representative did not meet your expectations. When the servicing transferred from [redacted] (our subservicer) to our in-house servicing the auto draft information does not transfer and the webpage for making online payments is different than the one you were...

previously using with [redacted]. I reviewed your account and I see that you called back after the loan boarded and set up auto draft on 5/10/16 and your next draft is on 6/1/16. There was nothing botched about the transfer and we boarded over 60,000 loans on the 5th with no incident. If you have any additional concerns I would be happy to address them, I can be reached at [redacted]Sincerely[redacted]Vice President Customer ServiceFreedom Mortgage Corporation

Complaint: [redacted]
I am rejecting this response because: [redacted] will not answer my phone calls or return my messages even though she asked me to reach her directly. I just received the check in the mail for $2620 dollars. I have not cashed it as it does not match how much I paid to the mortgage in April (which was an auto draft and I was not supposed to pay), which was $2010 dollars and when I asked for it to be explained they sdaid the combination of money was from different accounts, it did not sound right, because, if I made a payment that wasnt supposed to be paid why then am I not receiving the exact amount I paid? The issue that I am seeking to address is the 3 months of time that it took to close my refinance and on top of that the inability to receive my escrow account back as a check, which I was told would happen. A new problem that has arisen is while I called customer service at Freedom Mortgage, they told me I WAS supposed to make my April payment and skip the month of May with my first payment in June. This is a huge issue as in my whole agreement, verbally and from what I believe is in my mortgage agreement is that I skip both April and May with my first payment in June. I need a response immediately, the lack of communication and effort on Freedom's side is showing me they are not taking this seriously, this has the potential to be a huge issue.
Regards,
[redacted]

Dear Ms. [redacted],Please note the next to last line in my previous response that we have amended your credit so our reporting to the credit bureaus will not show you as late for the month in question. Thank you, very truly yours, [redacted]Assistant Vice President

The insurance was refunded to your account on 2/15/16. The loan was analyzed and you were refunded 1268.86 on 2/26/16. Please let me know if you have any other questions

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Good Evening [redacted],     Thank you for your response in regards to my unpleasant experience with our loan refinance.  I did get a phone call from the scheduling department and spoke again with [redacted]. She clearly stated that since we have already paid our October payment, we won't have to pay any amount out of pocket at the closing. I did say that if this is true my husband and I would like to continue with the closing of our loan. Unfortunately, my husband is out of town this week and a new payoff amount will be requested. I asked her to personally call me when they have the new payoff amount in 3 to 5 days. I want to thank you for sending those letters to the bureaus and to clarify if I am reached as soon as the new payoff amount reaches the scheduling department and the out of pocket amount remains the same as I was told today which was zero, we would like to continue with the closing of the loan. I am hesitant since nothing has been consistent since April, but I am hopeful that everything will work out since it has been brought to your attention.
Regards,
[redacted]

Mr. [redacted], upon receipt of your complaint I reviewed the account history. The account is closed out, there was a negative balance in the escrow account that the servicing center was initially attempting to collect from you but we have expensed the balance and nothing further is owed from you....

I am having the credit amended to remove any late reporting to all credit bureaus. I apologize for the frustration this has caused you. Please let me know if there is anything further that I can do for you. Sincerely
[redacted]
Vice President Customer Service
Freedom mortgage Corporation